Help Desk/Operations Manager
Jewish United Fund/Jewish Federation of Metropolitan Chicago - Chicago, IL

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Under the direct supervision of the Assistant Director, ISS, the Help Desk/Operations Manager oversees daily technical support, operations and training. Responsibilities include the management and reporting of computer operations, service requests, escalation processes, and technical training. Ensures that support staff meets and exceeds performance based on defined service levels. Facilitates daily triage meetings with Help Desk and Operations staff. Actively reviews operating standards, processes and documentation to ensure compliance with current operating policies and guidelines.

Responsibilities:
  • Oversees all help desk operations and support requests, incidents, problems and the associated communications. Prioritizes complicated support issues. Develops and maintains a call tracking system to ensure an uninhibited escalation and flow of information. Determines the root cause of issues and communicates appropriately to internal and or external resources. Escalates support requests of an urgent nature requiring advanced skill sets to senior staff;
  • Mentors junior staff, while providing the appropriate training and career development in alignment with organizational goals. Oversees the development of training programs and materials in conjunction with the Training Supervisor. Builds trust and collaboration in a cross functional team. Adjusts working hours and schedules backup support for both internal and external support and operating functions. Provides work coverage and administrative notification during periods of personnel illness, vacation, or as appropriate;
  • Identify and provide reports and the supporting data on key performance indicators (KPIs) monthly or as appropriate. Provide strategies and the detailed supporting analysis for improvements. Works to make the Help Desk the one source for all information technology. Monitors and escalates calls as needed;
  • Insures smooth project implementations and adherence to the organization’s standards. Initiates and directs special projects as required. Supervises the activities of production control, disaster recovery, change control, quality assurance, and system security of the organization’s production environment;
  • Develops and maintains an effective and flexible process for managing and improving IT support. As appropriate, advise management on situations that may require additional attention or escalation;
  • Oversees process for the communication of outage and emergency activities. Oversees vendor relationships related to operational requirements. Conducts surveys and reviews feedback to improve services.

Requirements:
  • BS or BA degree in computer science, business management or related experience
  • Help Desk Management experience
  • Project management and coordination using internal and external resources. Participation in an agile project management team, with ability to work independently on multiple projects at the same time
  • Extensive knowledge of personal computer hardware and software problem analysis and tracking tools
  • Experience with customer relations and supporting relational technology, transaction processing, and databases
  • Working knowledge of change control process and operating systems
  • Ability to express complex technical concepts effectively, both verbally and in writing
  • Excellent interpersonal, organizational, written, and oral communication skills
  • Ability to work well with people from many different disciplines with varying degrees of technical experience